Customer Care Specialist
Company: Guild Mortgage
Location: San Diego
Posted on: January 15, 2022
Guild Mortgage Company , closing loans and opening doors since
1960. As a mortgage banking firm we are dedicated to serving the
home owner/buyer. Our goal is to provide affordable home financing
for our customers, utilizing the best terms available while
providing a level of professionalism and service unsurpassed in the
The Customer Care Specialist plays an important role in the
organization by performing a number of activities related to the
company's production functions. The role is primarily responsible,
under direct supervision, for providing administrative support to
originators, which may include managing databases, making calls on
behalf of the originator and providing an organized lead management
system to assigned group.
Perform outbound/receive inbound calls to targeted leads made up of
potential real estate agents, referral partners, past clients
and/or recruits with the goal of setting appointments.
Build and manage database of potential contacts and interest
Serve as liaison between customers looking for purchase
information, refinance information and/or already working with a
loan officer; verify customer information in Salesforce to ensure
Ensure data integrity within lead management system.
Schedule follow up reminders for calls in the database.
Memorize call scripts in order to ease conversations.
Manage client and referral partner databases in
Guild360/Salesforce, including daily call logs; provide metrics
related to reported data.
Schedule client and/or partner meetings and confirm
Attend company-sponsored training events to better understand
Guild's business model and expand mortgage knowledge.
Provide above and beyond customer service by providing a personal
touch such as calling customers on their birthdays and building a
positive rapport with them and their referral partners.
Be dedicated to meeting the expectations and requirements of
internal and external customers; acquire firsthand customer
information and use it for relevant improvements in products and
services; act with the customer in mind; establish and maintain
effective relationships with customers and gain their trust and
Perform other duties and provide administrative support as
High school diploma or equivalent preferred, along with a minimum
of one year total experience in Mortgage lending related role.
Ability to manage multiple priorities; strong detail orientation
and highly organized.
Works with a strong sense of urgency and responsiveness.
Passionate about delivering excellence in customer service.
Demonstrated patience and professionalism when interacting with
both internal and external customers.
Proficiency with data entry, PDF software programs, Microsoft Word,
Excel, and PowerPoint required.
Ethical, with a commitment to company values.
No direct or indirect reports.
Apply sound judgment in execution of core job responsibilities.
Physical: Work is primarily sedentary; general office mobility.
Manual Dexterity: Frequent use of computer keyboard and mouse.
Audio/Visual: Ability to accurately interpret sounds and associated
meanings at a volume consistent with interpersonal conversation.
Regularly required to accurately perceive, distinguish and
interpret information received visually and through audio; e.g.,
words, numbers and other data broadcasted aloud/viewed on a screen,
as well as print and other media.
Environmental: Office environment - no substantial exposure to
adverse environmental conditions.
Guild offers a pleasant work environment, competitive compensation
and excellent benefits package; including medical, dental, vision,
life insurance, AD&D, LTD and 401(k) with employer match.
Guild Mortgage Company is an Equal Opportunity Employer.
Keywords: Guild Mortgage, San Diego , Customer Care Specialist, Other , San Diego, California
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